Neha Kumari
Gurgaon
Summary
Dynamic customer experience professional and skilled in managing complex inquiries and enhancing customer satisfaction, ensuring a seamless experience for clients in the technology and travel sectors.
Overview
3
3
years of professional experience
Work History
Order to Cash Analyst
Accenture
Gurgaon
12.2025 - Current
- Analyzed order processing data to identify trends and improve efficiency.
- Collaborated with cross-functional teams to resolve customer billing inquiries.
- Managed invoicing processes using ERP systems to ensure accuracy and compliance.
Associate - Customer Experience
Air India
Gurugram
05.2023 - 09.2024
- Managed customer inquiries and concerns via emails and social platforms related to travel itineraries, including flight details, seat selections, additional baggage fees, compensation claims, fare details, ticket pricing, schedule changes and adjustments, payment issues, and refund requests, while adhering to company policies and procedures.
- Demonstrates proficiency in tools including Amadeus and Salesforce.com while exhibiting strong communication skills to reduce escalations and facilitate coordination of escalated issues with relevant stakeholders and supervisors.
Education
MBA - HR & Finance
Amity University
Noida06-2027
Bachelor of Arts - Political Science
Banaras Hindu University
Varanasi11-2020
Skills
- Microsoft Excel
- Customer Service Management
- MS Office
- Salesforce CRM
- Amadeus System
- Refund/Payment Processing
- Problem solving and team management
- Troubleshooting
- Google AdWords management
- Google ads certification
Languages
- ENGLISH
- HINDI
Timeline
Order to Cash Analyst
Accenture
12.2025 - Current
Associate - Customer Experience
Air India
05.2023 - 09.2024
MBA - HR & Finance
Amity University
Bachelor of Arts - Political Science
Banaras Hindu University